Product Service Manager

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Job Summary:

Thermo King is hiring a Product Service Manager to join our team. In this role, you will be responsible for providing technical product support for our dealership service personnel, Thermo King corporate field team and internal Thermo King corporate personnel. In addition, you will help create service and campaign bulletins, review technical literature that is created by the publications department, and work along-side the engineering organization to improve quality and reliability, launch new products, and review productivity efforts.

Responsibilities:

• Acquires, organizes, and analyzes product performance information from users, dealers, or corporate personnel to help diagnose and problem solve issues, determine impact on unit sales, and make warranty adjustments to provide top customer service.
• Leads process of understanding root cause of a product or customer service-related problem and initiates corrective action for the customer by working with engineering, manufacturing, marketing, and other functional areas which results in minimum product liability, reduced field policy allowances, and effective cost solutions while maintaining good customer relations.
• Provide engineering, manufacturing, purchasing and marketing with information on user attitude, serviceability, and performance requirements and helps review proposed unit designs to recommend improvements.
• Create and execute field test programs of components and units to help set standard service times and processes.
• Improve service communication through creation of service bulletins, specialized technical manuals, and other literature involving complex service procedures and commercial projects.
• Work with our marketing and technical training team to co-create end user, dealer and corporate personnel materials.
• Occasionally, travels to user or dealer locations to evaluate information on unit performance, and to determine final resolution of service-related problems.

Qualifications:

• Bachelor's Degree Preferred and/or a minimum of 5 years' relevant experience
• Demonstrated skills in customer, dealer, vendor, or partner relationship building
• Knowledge and experience in the operation, performance, diagnosis, and repair of equipment
• Strong listening skills to absorb technical concerns from internal and external customers
• Customer and team-oriented attitude that strives to resolve issues quickly and efficiently
• Ability to travel up to 20%.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.